Post new question
Question
Reply
 
Teacher
Posts: 55
Member Since: ‎09-25-2016
Message 1 of 27 (359 Views)
Accepted Solution

Copy File Fails-During recovery

Product Name: HP Pavilion TouchSmartNotebook
Operating System: Microsoft Windows 8.1 (64-bit)

Replaced bad HDD 750gb with a HDD1TB, After installing new HDD, Inserted the 1st recovery disc, then asked for disc 2, inserted, then @ 74% a box came up Saying: Copy File Fails.     From: D:\PRELOAD\BASE22.SWM  TO: Z:\RM\Image\BASE22.SWM  Press ok to retry, retried it, same message.  I am at the end of my rope with this PC. HELP!!!

Reply
0 Kudos
Accepted Solution

Re: Copy File Fails-During recovery

Hey @geegeesgirl

 

 

 

Since you got a bigger HDD than the original one, it shouldn't be a problem.

 

In my personal opinion the two most likely reasons for the problem are faulty media OR faulty DVD reader device

 

 

 

All possible reasons for your problems with the recovery are:

 

- new HDD is faulty [ highly unlikely but needs to be checked, I know you performed a test already but not sure if was a short one or the full one. If you still haven't performed the full Component HDD test, please do so ]

 

- some other component re. HDD is faulty - bad connector or dirty parts [highly unlikely because it would have shown problems while copying 1st DVD disc]

 

- faulty recovery media [the media you received is wrong - not for your PC, check with (call) the suppliers to probably get a new one in return of these you already have

 

or the DVD disc is scratched]

Remove the current DVD disc and examine it for scratches as already suggested above. If the disc is scratched, you can try to repair the disc using an optical disc repair kit. These types of kits use special chemicals that bond to the surface of the disc and fill in the scratches.

Clean the discs with a soft, clean water (very small amount) and cloth. Wipe from the center of the disc to the outside edge. You can also use disc cleaning kits or disc restoration kits from your local computer store. These kits sometimes produce better results than a cloth and water.

 

- built-in DVD reader is faulty [ less likely ... but you can test it using the UEFI hardware diagnostics - Component test or with another media ; you can try to clean the "eye" of the reader ; if you have you can try by using an external USB DVD device instead of the internal one]

 

 

Details >> http://support.hp.com/us-en/document/c03483233

 

 

 

If you did try everything but nothing helped, I am afraid you may need to bring your computer (or ship it) to service - HP Authorized service center. If you are not sure where such a center is located, please contact HP support for assistance in finding one. Here is more info:

 

>> http://support.hp.com/us-en/document/c00372730

>>>  http://www8.hp.com/us/en/store-finder/find.do?bs=SR4&type=authorized

 

>> http://www8.hp.com/us/en/contact-hp/ww-phone-assist.html

>> http://www8.hp.com/us/en/services/consumer/carepack-overview.html#rightplan

 

Hope this helps.

View solution in context
Teacher
Posts: 55
Member Since: ‎09-25-2016
Message 2 of 27 (330 Views)

Re: Copy File Fails-During recovery

[ Edited ]

Smiley Happy

Provost
Posts: 11,125
Member Since: ‎08-09-2015
Message 3 of 27 (321 Views)

Re: Copy File Fails-During recovery

geegeesgirl

 

Only thing I can suggest in the short term is to examine the surface of the recovery disks under a bright light to see if there are any fingerprints, smudges, or anything else that would cause a problem reading the disks.

 

There is also the possibility, if this PC (or actually, the DVD drive) is more than a couple of years old, that the laser lense cover of the drive has become dirty -- and that can be know to cause read errors.  There are drive "cleaning" kits that can be bought that will clean that cover.

 

Other than that, you are stuck having to acquire NEW recovery media, and you will (most likely) have to pay for that.

 

You can look online for Recovery Media starting with the linked paged: http://support.hp.com/us-en/drivers

Once there, input your Product name or number. On your Software and Drivers Download page, select your Operating System and and Version. Click "Update". If HP Recovery Media is available for your machine, down near the bottom of the page, you will see an entry for Order Recovery Media-CD/DVD/USB. Click the "+" symbol to expand that entry and click on Order Media for details.

Or, if you prefer, you can do the same by contacting HP Customer Service:

If you live in the US or Canada, contact information is on this page: http://www8.hp.com/us/en/contact-hp/phone-assist.html#section1

If you live elsewhere, contact information is on this page: http://www8.hp.com/us/en/contact-hp/ww-contact-us.html

NOTE: After you get through, stay on the line until you are finally able to talk to some one -- it can take a while!

If you have trouble finding a phone number, then try: 1 (800) 474-6836
---------------------------------------
However, HP Customer Support is generally not available on the weekends, so you might have to wait until Monday to contact them.
---------------------------------------

If HP no longer provides Recovery Media for your model, a couple of other sites you can check are: http://www.computersurgeons.com/ and http://www.restoredisks.com/


Good Luck

***If my post helped, click the White thumbs-up symbol to say thanks***

***Please mark Accept As Solution if my post solved your problem***

I am a volunteer and I do not work for, nor represent, HP
Teacher
Posts: 55
Member Since: ‎09-25-2016
Message 4 of 27 (318 Views)

Re: Copy File Fails-During recovery

Thanks for replying. These are brand new System Recovery Discs from HP. I just installed a new HD. The original crashed, it was a 750gb, and I replaced it with a 1TB. I maybe used the disc drive once or twice. This was purchased in 2014. It's an HP Pavilion TouchSmart 15.  The first disc went fine, then halfway through the 2nd, I get a box that says: Reducer  Copy File Fails   FROM: E:\PRELOAD\BASE22.SWM   TO: Z:\RM\Image\BASE22.SWM. 

Teacher
Posts: 55
Member Since: ‎09-25-2016
Message 5 of 27 (308 Views)

Re: Copy File Fails-During recovery

I'm thinking bad recovery Media. Posts on here from 2 years ago, same exact problems

Associate Dean
Posts: 5,799
Member Since: ‎05-06-2013
Message 6 of 27 (296 Views)

Re: Copy File Fails-During recovery

[ Edited ]

Hey @geegeesgirl

 

 

 

Since you got a bigger HDD than the original one, it shouldn't be a problem.

 

In my personal opinion the two most likely reasons for the problem are faulty media OR faulty DVD reader device

 

 

 

All possible reasons for your problems with the recovery are:

 

- new HDD is faulty [ highly unlikely but needs to be checked, I know you performed a test already but not sure if was a short one or the full one. If you still haven't performed the full Component HDD test, please do so ]

 

- some other component re. HDD is faulty - bad connector or dirty parts [highly unlikely because it would have shown problems while copying 1st DVD disc]

 

- faulty recovery media [the media you received is wrong - not for your PC, check with (call) the suppliers to probably get a new one in return of these you already have

 

or the DVD disc is scratched]

Remove the current DVD disc and examine it for scratches as already suggested above. If the disc is scratched, you can try to repair the disc using an optical disc repair kit. These types of kits use special chemicals that bond to the surface of the disc and fill in the scratches.

Clean the discs with a soft, clean water (very small amount) and cloth. Wipe from the center of the disc to the outside edge. You can also use disc cleaning kits or disc restoration kits from your local computer store. These kits sometimes produce better results than a cloth and water.

 

- built-in DVD reader is faulty [ less likely ... but you can test it using the UEFI hardware diagnostics - Component test or with another media ; you can try to clean the "eye" of the reader ; if you have you can try by using an external USB DVD device instead of the internal one]

 

 

Details >> http://support.hp.com/us-en/document/c03483233

 

 

 

If you did try everything but nothing helped, I am afraid you may need to bring your computer (or ship it) to service - HP Authorized service center. If you are not sure where such a center is located, please contact HP support for assistance in finding one. Here is more info:

 

>> http://support.hp.com/us-en/document/c00372730

>>>  http://www8.hp.com/us/en/store-finder/find.do?bs=SR4&type=authorized

 

>> http://www8.hp.com/us/en/contact-hp/ww-phone-assist.html

>> http://www8.hp.com/us/en/services/consumer/carepack-overview.html#rightplan

 

Hope this helps.

Smiley WinkYour feedback and update about your issue is important to me.

* If my comment helped you, use the button below to accept this post as a solution

* If you like my post, please, click below on the White Thumb Up+ button for (+1) kudo.

Best wishes, IT_WinSec --------------------------------
I do not work for HP Inc. I express personal opinion only.
 
Reinventors  | Keep Reinventing
Teacher
Posts: 55
Member Since: ‎09-25-2016
Message 7 of 27 (282 Views)

Re: Copy File Fails-During recovery

O.K., wow! you've  supplied alot of info., thanks. The disc driver was used only once, but I'll check it. The computer surgeons I bought the media from does offer free service for this. I have to ship to them.(Was trying to avoid that). But, we'll see. thanks again for all your help.

Associate Dean
Posts: 5,799
Member Since: ‎05-06-2013
Message 8 of 27 (275 Views)

Re: Copy File Fails-During recovery

You are most welcome.

 

good-luck.png

Smiley WinkYour feedback and update about your issue is important to me.

* If my comment helped you, use the button below to accept this post as a solution

* If you like my post, please, click below on the White Thumb Up+ button for (+1) kudo.

Best wishes, IT_WinSec --------------------------------
I do not work for HP Inc. I express personal opinion only.
 
Reinventors  | Keep Reinventing
Teacher
Posts: 55
Member Since: ‎09-25-2016
Message 9 of 27 (264 Views)

Re: Copy File Fails-During recovery

Thanks for the Lucky Clover.  I'll get it going, I'm Determined...lol. I got some good knowledge from a Distinguished Professor.  Smiley Happy

Teacher
Posts: 55
Member Since: ‎09-25-2016
Message 10 of 27 (249 Views)

Re: Copy File Fails-During recovery

Can a disc be scratched if I just received them(new)?

† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the Terms of Use and Rules of Participation